The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.
To provide effective specialized support and technical analyses to policy and programme activities that effectively meet food assistance needs.
These jobs are found in Regional Bureaux (RBs), Country Offices (COs), Area/Field Offices (AOs/FOs). Job holders typically report to a Programme Policy Officer or Head of Field Office.
At this level, job holders are expected to demonstrate responsibility and initiative to respond independently to various queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen operational problems on a daily basis. Job holders are expected to manage resources and coach and coordinate support staff.
KEY ACCOUNTABILITIES (not all-inclusive)
Under the direct supervision of the Deputy Country Director the incumbent will be responsible for the following duties;
- Manage the Toll-Free telephone lines used by the complaints and feedback mechanism (Namaste WFP); receive complaint and feedback calls from concerned beneficiaries, community members and other stakeholders; maintain proper documentation for follow up and future reference.
- Ensure that all beneficiary complaints are heard properly, the issue correctly identified and passed to the CO Section responsible for managing the operation from which the complaint arises.
- Identify serious issues relating to protection concerns, corruption, harassment or otherwise and elevate to senior management as soon as possible.
- Liaise with Head of Units/SO/Activity Managers, Head of Sub Offices and staff, cooperating Partners to ensure that issues reported at Toll-Free lines are resolved as soon as possible and that the feedback loop is closed with the person who has made the call - effectively ensuring that the caller is satisfied with the response.
- Support the capacity development of WFP staff and partners to better communicate with communities on key programme information and entitlements.
- Suggest strategies and actions to improve the management of Namaste WFP.
- Provide reporting on complaints handled and feedback to the M&E unit as mutually agreed with the concerned SO/Activity Manager to support overall monitoring activities. M&E will use information to compile regular reports.
- Support the SO/Activity Managers to design and plan the roll-out of Namaste WFP in their respective programme areas and enhance the out-reach of Namaste WFP to wide range of stakeholders.
- Within the specific area of responsibility, prepare a range of reports and data analyses which highlight trends and issues.
- Ensure that all complaint and feedback mechanism products and deliverables adhere to corporate quality and ethical standards.
STANDARD MINIMUM QUALIFICATIONS:
- Education: Completion of secondary school education. A post-secondary certificate in the related functional area. Preferebly advanced university degree in International Affairs, Economics, Business or Commerce, Communications, Social Sciences or other related field, or First University Degree with additional years or related work experience and /or training/courses.
- Language: Fluency in both oral and written communication in the English and Nepali language.
DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE:
- At least 5 years of relevant experience in communications, knowledge management, publishing and public relations.
- Experience in establishing and managing a community feedback mechanism in Nepal.
- Experience in handling complaints and identifying issues and passing issues on to third parties to resolve as part of a community feedback system.
- Data entry and management experience.
- Previous experience in a development or relief oriented NGO or INGO.
- Experience in managing junior staff who answer calls or respond to other communications relating to feedback and complaints.
- Has ability to demonstrate compassion, empathy and understanding towards people who call the WFP hotline with feedback or a complaint.
- Has the ability to solve problems and diligently follow up on issues until resolved.
- Has the ability to develop strong relationships with colleagues to work together to solve issues.
- Has the ability to operate as part of a team and to work independently.